Customer Experience Strategy

Lead through innovative strategies that deliver remarkable experiences.

A customer experience strategy expresses your vision, measurable objectives and a long-term action plan. Ultimately, it will help you deliver remarkable experiences across all customer touchpoints. To be truly effective, your strategy must clearly articulate how you want your customers to feel about your brand. It must also align with your vision and be embraced by all key stakeholders in your organisation. We help you do this by working collaboratively with you to drive customer retention and acquisition and build loyalty.

CREATE S.M.A.R.T. GOALS

We work with you to create a customer experience strategy to effect lasting improvements. The strategy we leave you with is an actionable, working document marked by goals that really are specific, measurable, attainable, realistic and timely.

BREAK DOWN SILOS

Our multidisciplinary team of experts helps break down ‘siloed’ approaches, ensuring all stakeholders are working towards a shared vision, while striving to deliver a customer experience strategy that will enable your brand to thrive in the marketplace.

where to start

We typically start by meeting with key stakeholders to capture your overall strategic objectives, vision and mission and align them with your customer experience strategy. We also define your business drivers and success metrics.

A competitive analysis may be conducted together with an audit of customer touchpoints to assess current perceptions and pain points.

TIMING
The typical duration for creating a customer experience strategy is 6-8 weeks.

how we do it

Our customer experience strategy approach provides a solid framework to improve, innovate and build connected experiences based on your goals, business drivers and customer expectations. We use Akendi’s Experience Quadrant model as a first step, to measure how well your product or service is executing in four key quadrants: Business, Technology, Content, and Service.

Using Akendi’s Experience Quadrant model as well as other innovative tools and techniques, we will help you align your business objectives, vision, mission and goals with customer expectations, guiding future customer service efforts.

Related
Work

what you get

A roadmap for the successful implementation of your customer experience strategy. A strategic document typically includes:

Customer experience journey audit

Mission, vision, objectives

Brand positioning and attributes

Success metrics & long-term plan

A customer experience strategy is critical to consistently meeting and exceeding your customer’s expectations. It is the key to transforming your business from product-focused to client-focused: drive customer retention and improve loyalty and acquisition.

Industry Experience

We have deep Customer experience strategy experience in a wide range of industries.

Explore:

Experience Thinking™

Our Experience Thinking™ process underpins every project we undertake, elevating the product development process by recognizing users and stakeholders as meaningful contributors to the design cycle. The result:
powerful insights and creative design solutions that meet real user and customer needs. Click to learn more >>

August 1, 2017
1. Background/Brief
OMA (Ontario Medical Association) works for medical professionals across Ontario representing their political, clinical and economic interests. Advocating for the wellbeing and success of its members is part of their core business.
The project... Read More

July 20, 2017
I have mostly positive feelings about skip-the-line apps and websites like Ritual, BonApp, Hangry, Starbucks, and Skip The Dishes, among others. But I have started noticing changes in my daily routine that I am afraid might be reshaping, not necessarily or absolutely for the better. Let me... Read More

July 13, 2017
I’m going to break a bit from my usual discussion of improving experiences to talk about a more universal topic: time management.
This is essentially a basic human life skill. Despite that, a lot of people struggle with it.
Fortunately, successful time management only involves three... Read More